Complaints Procedure
Brixton Carpet Cleaning Complaints Procedure
At Brixton Carpet Cleaning, we are committed to delivering professional, reliable and courteous cleaning services in homes and workplaces. We recognise that, on occasion, you may feel that something has not met your expectations. This complaints procedure explains how you can tell us about a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to Resolving Complaints
We treat every complaint seriously and view feedback as an opportunity to improve our carpet, upholstery and floor cleaning services. Our aims when handling a complaint are to:
Listen carefully to what has gone wrong from your perspective.
Respond promptly, politely and fairly.
Investigate the matter thoroughly and objectively.
Offer a clear explanation, apology where appropriate, and suitable resolution.
Use what we learn to refine our cleaning processes, staff training and quality controls.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, communication or the way we have handled a previous issue. For example, you may wish to complain about:
The quality of carpet, rug, upholstery or mattress cleaning.
Damage or alleged damage to property during a visit.
A missed, late or cancelled appointment.
The behaviour, attitude or professionalism of a team member.
The way your enquiry, booking or previous complaint was handled.
We encourage you to raise concerns as soon as you become aware of a problem so we can resolve it quickly and effectively.
How to Make a Complaint
You can make a complaint in writing or verbally. When raising a concern, please provide as much information as possible, including:
Your full name and the address where the service took place.
The date and approximate time of the appointment.
Details of the service you booked, such as carpet cleaning, upholstery cleaning or end of tenancy work.
A clear description of what went wrong and how it has affected you.
Any steps already taken to address the issue with our cleaning team.
If you raise a complaint during or immediately after a visit, our operative or supervisor will try to resolve it on the spot where it is safe and practical to do so.
Initial Response and Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timescale. Our acknowledgement will confirm that your complaint has been logged and is being reviewed. Where possible, we will give you the name or role of the person responsible for handling your case so you know who to expect contact from.
Investigation of Your Complaint
We will investigate your complaint fairly and proportionately to its nature and complexity. This may involve:
Reviewing your booking information, notes and service records.
Speaking with the cleaning technician or team who attended your property.
Reviewing any photographs, checklists or inspection reports related to the job.
Arranging a follow-up visit to inspect the work or any reported damage, where appropriate.
We aim to complete our investigation and provide a full response within a reasonable period. If the issue is complex and requires more time, we will keep you informed of our progress.
Outcome and Resolution
Once our investigation is complete, we will contact you with our findings and proposed outcome. Depending on the circumstances, this may include one or more of the following:
A clear explanation of what we believe went wrong and why.
A sincere apology where we have fallen short of our standards.
Offering to re-clean the affected area or item, if appropriate.
Offering a partial or full refund, where this is justified.
Proposing another suitable remedy based on the specific situation.
Where we do not uphold your complaint, we will explain our reasons clearly and reference the information we relied upon when making our decision.
Escalating Your Complaint
If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level within the business. In this case, a senior member of our team will re-examine the details of your complaint, the evidence gathered and the outcome previously offered.
The reviewing person will consider whether the complaint has been handled fairly, whether our decision is reasonable in light of the evidence, and whether any further action or different resolution is appropriate. We will then write to you with a final response setting out our decision and the reasons for it.
Complaints About Health, Safety or Property Damage
We take all concerns about health, safety and alleged damage to property extremely seriously. If your complaint relates to any of these issues, please tell us immediately so we can prioritise the matter. We may ask you for photographs or further information and, where necessary, arrange a site visit to assess the situation.
Any confirmed issue involving health or safety will be escalated internally so we can review and, where required, update our risk assessments, cleaning methods, and staff training. For complaints about damage, we will follow a structured process to evaluate the claim and consider appropriate remedies.
Using Feedback to Improve Our Services
All complaints and significant service concerns are recorded and monitored. We review this information regularly to identify patterns and opportunities for improvement across our carpet, upholstery and floor cleaning operations. This may lead to updates to our equipment, detergents, training materials or quality control procedures.
By following this complaints procedure, Brixton Carpet Cleaning aims to maintain a high standard of service for customers, support our staff in delivering that service, and foster trust across the communities we serve.
